As an Application and Systems Administrator, you will be part of the Infrastructure Operations team with the focus of maintaining server and application infrastructure. Your responsibilities include packaging application updates in Microsoft Intune and NinjaOne, supporting Okta for identity management, managing Microsoft 365 administrative tools, managing CommVault backup environments, managing VMWare environment, and acting as an escalation point for technical support issues. You will monitor systems, apply patches and updates, and address technical or operational issues promptly to maintain the overall security and efficiency of our IT environment, while consistently following up to ensure issues are fully resolved. This position requires participation in the on-call rotation and occasional after-hours work to support planned maintenance, system upgrades, scheduled downtime, and critical incidents.
In collaboration with the Infrastructure Operations team, you will take ownership of diving deep into technical issues, thoroughly analyzing and mitigating risks, and ensuring that all incidents are addressed comprehensively. You will proactively recommend policies and procedures to prevent infrastructure operational issues, contributing to the ongoing improvement of our technology infrastructure. Your role will involve conducting audits of licenses and hardware, troubleshooting technical issues, and providing expert guidance to improve our hardware and software infrastructure.
ESSENTIAL FUNCTIONS:
- Advanced Technical Support and Escalation: Serve as an escalation point for unresolved technical issues, providing expert support for applications, hardware, and processes to all internal and external clients, including team members.
- Incident Management and Resolution: Diagnose, resolve, and document incidents related to security, software, hardware, or workflow processes; respond promptly to service requests via phone, email, and Service Desk tickets.
- Assist in Information Security Initiatives: Collaborate with the Security Working Group to meet the firm's security goals, ensuring confidential data is protected and provide solutions to strengthen the firm’s cybersecurity posture and improve operational efficiency.
- System Security Monitoring & Maintenance: Monitor system hardware, software, and logs for compliance, potential threats, ensuring system integrity and availability through proactive measures.
- Policy Development & Enforcement: Contribute to the development and enforcement of information technology policies, procedures, and best practices for protecting firm data and systems.
- Documentation & Compliance: Maintain up-to-date technical documentation, device inventory, and process records to ensure compliance with internal and external regulations.
- Continuous Learning and Development: Increase personal technical knowledge by reading publications, operating manuals, and attending webinars; stay updated on software updates, drivers, and knowledge bases to aid in problem resolution and security enhancement.
- Training and Mentorship: Provide training and share knowledge on applications, hardware, and processes with support team members; conduct crossover training sessions to enhance team capabilities.
- Operational Support and Availability: Participate in the on-call rotation and provide after-hours support as required for incidents, planned maintenance, system upgrades, and scheduled downtime.
- Provide backup support for assigned applications and infrastructure as a cross-trained Infrastructure Operations team member.
- Augment the Service Desk with escalated issues, periods of increased demand, coverage needs, or other operational priorities.
- Support other services and projects as requested by management that contribute to the overall success of the BITS team.
KNOWLEDGE OR SKILLS REQUIRED:
- Strong judgment and decision-making: Ability to make sound decisions with firm-wide impact, especially under pressure.
- Complex problem-solving: Expertise in resolving complex technical issues, coordinating with teams, and proactively addressing recurring problems.
- Technical proficiency: Advanced knowledge of Windows Server, Active Directory, networking protocols, and tools such as Microsoft Office, Visio, and Office 365.
- Database experience: Familiarity with relational databases and basic database administration or troubleshooting, including Microsoft SQL Server, is preferred but not required.
- Communication skills: Excellent verbal and written communication skills to explain complex IT concepts clearly, maintain professionalism, and ensure confidentiality.
- Customer service focus: Ability to deliver excellent customer service while adhering to established guidelines and enhancing user satisfaction.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS:
- Information Security background: Ongoing or recent studies in Information Security are required, with 2+ years of hands-on experience preferred.
- Certifications: Highly preferred certifications in VMware, Cisco, Microsoft, or Information Security.
- Educational qualifications: A Bachelor’s degree in a computer-related field is highly preferred.
- Technical experience: Proven experience in managing VMware, networking protocols, and security protocols is an asset.
Physical Demands of Position:
Work is performed in a professional office environment and requires the following during the work day:
- Must be able to remain in a stationary position for long periods of time (working at a computer)
- Ability to move/traverse about inside the office intermittently throughout the day (attend meetings, access server rooms, IDF closets, etc.).
- Operate computer and other office equipment such as a copy machine, printer, telephone, etc.
- Repetitive movement (i.e. heavy computer/keyboard use).
- Individual will interact regularly with others verbally, in-person, and via written communication.
- Will require occasional light (computer and networking equipment, etc.) and heavier lifting individually or as part of a multi-person team.
IN ADDITION TO THE ESSENTIAL FUNCTIONS OUTLINED ABOVE:
- Individual in this position will provide additional assistance and support as directed by his/her supervisor.
- This job description is subject to change at any time.
The estimated salary range for this position is $85,000 - $95,000 per year. This is an exempt position not eligible for overtime. Actual pay will be adjusted based on experience and other job related factors permitted by law.
It is the policy of Robins Kaplan LLP to provide equal employment opportunities for all without regard to race, color, religion, gender, gender identity/expression, sexual orientation, age, national origin, disability or any other status protected by federal, state or local law. It is also our policy to work with individuals with disabilities when reasonable accommodations, sufficient to allow a person with a disability to perform the essential functions of their job, may be needed. It is our policy to be a workplace free from illegal discrimination and harassment.